Refund policy
Last updated: 27 January 2026
At Gonzel, we want you to be confident in your purchase. If something isn’t right, we’re here to help.
1. Returns (Change of Mind)
Under UK consumer law, you have the right to cancel your order within 14 days of receiving your item, without giving a reason.
To be eligible for a return:
Items must be unused, undamaged, and in their original packaging
You must notify us within 14 days of delivery
Items must be returned within 14 days of notifying us
📩 To start a return, contact support@gonzel.com with your order number.
Return postage costs:
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
2. Refunds
Once we receive and inspect your return:
We’ll notify you of approval or rejection
Approved refunds are issued to the original payment method
Refunds are processed within 14 days of receiving the returned item
Please note:
Original shipping fees are non-refundable for change-of-mind returns unless the item is faulty or incorrect
Banks and card providers may take additional time to process refunds.
3. Faulty, Damaged, or Incorrect Items
If your item is faulty, damaged, or not as described, you are entitled to a full refund or replacement under UK consumer law.
📩 Contact us within 30 days of delivery with:
- Your order number
- A brief description of the issue
- Clear photos where applicable
Where returns are impractical due to fulfilment logistics, we may, at our discretion, offer a refund or replacement without requiring the item to be returned.
We’ll cover return shipping costs for faulty or incorrect items.
4. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless faulty:
- Used items
- Items damaged due to misuse
- Clearance or final sale items (clearly marked)
This does not affect your statutory rights for faulty or misdescribed items.
5. Exchanges
We do not offer direct exchanges.
If you’d like a different item, please return your original purchase for a refund and place a new order.
6. Late or Missing Refunds
If you haven’t received your refund:
- Check with your bank or card provider
- Contact your payment provider
- Email us at support@gonzel.com
7. Contact Us
For any questions about returns or refunds, contact:
📧 support@gonzel.com